patient relations representative - Monroe, NC , USA, United States - Union County (NC)

Union County (NC) Monroe, NC , USA, United States

6 days ago

Description

General Statement

The Patient Relations Representative, under general supervision, this position provides clerical support services for client scheduling and fee collections for the Union County Health division.

Employee must be knowledgeable of both the charges and eligibility criteria for all the Health Department programs and clinics. Work includes greeting visitors, scheduling patient flow, and assessing patient needs. Work also includes regular monitoring of all fee assessments, fee collections and payment plans done in the Health Department. Work in this position requires constant contact with the public and considerable tact and judgment. Work environment is constantly changing based upon clinic flow and influx of patient caseload. Employee must be very flexible in job duties.

As part of the recruitment process for this position, an online skills assessment is required to test the abilities needed to fulfill the essential functions of this job.

After completing the application, please copy and paste the following link to complete the assessment:

Essential Functions

Schedules patient flow to the clinic based on predetermined appointment arrangements to allow the clinic to serve an adequate number of patients as established by grant requirements.

Assists clients by determining needs, scheduling or canceling appointments, or referring to correct staff person.

Maintains and updates the schedule of medical service providers' availability; maintains contact with clients, notifying them of any scheduling changes.

Performs day-to-day administrative functions and general office duties including but not limited to word processing, copying, filing, faxing, answering phones and data entry.

Provides information to Clinic callers according to the Clinic's Policies and Procedures; transfers calls as needed; works with central reception to ensure adequate phone coverage at all times.

Welcomes and greets patients/clients/visitors to the department in a manner that is helpful and friendly; determines the purpose of visit and directs patients/clients/visitors to appropriate person or department(s).

Provides assistance to patients completing a Financial and Presumptive Medicaid application.

Screens patients for a new address, new patient visit or update registration and informs patients of adequate information that must be presented at time of visit.

Calls and reschedules missed Maternity appointments and informs clinical staff about any patients' concerns.

Verifies patients' paperwork is signed, including HIPPA, Financial Policies, Financial Eligibility, Patient Portal, and Permission and Discloser of Patient Health Information Forms.

Provides ASQ, MCHAT, and PCS to CH patients.

Exercises problem-solving and conflict resolution skills when handling patient complaints; refers patient complaints to appropriate designated personnel as needed.

Adheres to all Clinic policies on safety and security; maintains restricted areas safe by safeguarding keyless entry codes and computer system passwords in strict confidentiality.

Provides excellent customer service for patients; practices confidentiality and privacy protocols in accordance with Clinic policies and HIPAA requirements.

Maintains patient waiting areas and office areas in a manner that is organized and neat.

Informs patients of any existing balance noted in the computer and request patients be prepared for any payment due at the time of visit.

Calls patients daily to confirm the next day's appointments.

Verifies method of payment for service (Medicaid, Medicare, private insurance, private payee, company billing, etc.) and collects data and/or payment as appropriate.

Conducts Financial Eligibility interviews to see if patients qualify and sets up payment plans for patients with outstanding balances.

Conducts Presumptive Medicaid interviews for temporary Medicaid.

Performs all duties in support of successful EMR/EHR implementation.

Attends scheduled department staff and clinical meetings.

Serves as a liaison for the Division of Public Health with CureMD Information Technology Department.

Provides support to for Business Services at the front desk and switchboards as needed.

Monitors and manages Self-Pay Patient accounts to ensure adherence to Payment Plans is being kept, along with consistently checking balances for an increase every month.

Reviews patient accounts to determine eligibility for NC Debt Set-Off, and provides the appropriate information to designated staff, as needed.

May serve as a Lead Patient Relations Rep, providing guidance and support to the front desk and fee window staff as assigned.

Performs other related duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS

Education and Experience:

High School Diploma or an acceptable equivalency diploma (GED), and six (6) months of customer service experience; or equivalent combination of education and experience.

Licenses or Certifications:

Must have a valid Driver's License and be able to maintain a safe driving history as defined by the Union County Vehicle Use Policy.

Special Requirements:
Fluency in English and Spanish.

In order to perform work in this role, within (30) thirty days of employment you must provide immunization records, provide proof of immunity, or receive/start the required vaccination series, as applicable, along with complying with any necessary screenings, as required by the Union County Division of Public Health and its Healthcare Personnel Immunization and Tuberculosis Screening Policy, in accordance with applicable law.

PREFERRED QUALIFICATIONS

Education and Experience:

High School Diploma or an acceptable equivalency diploma (GED), one (1) year of customer service experience; or equivalent combination of education and experience.

Licenses or Certifications:
Medical Office Administration Certificate

Must have a valid Driver's License and be able to maintain a safe driving history as defined by the Union County Vehicle Use Policy.

Special Requirements:
None Specified.

Supplemental Information

PHYSICAL DEMANDS

Must be physically able to operate a variety of automated office machines including computers, typewriters, calculators, copiers, postage meters, etc.

Must be able to exert a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Sedentary work involves sitting most of the time, but may involve walking or standing for periods of time.

WORK ENVIRONMENT
Work is performed in a safe and secure work environment that may periodically have unpredicted requirements or demands.

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